An exciting PropTech start up company based in Reading are currently seeking an exceptional, self-driven Customer Experience Manager who will oversee a growing Customer Service / Experience team. The successful individual will be able to adapt to positive change, think of the bigger picture and consider long term goals and will have the potential to make a real impact in their business and will have lots of opportunities for progression.
The Customer Service team is the back bone of the business, answering queries from potential customers and ensuring existing customers get the most out of their products and services.
Whilst the company's innovative Digital Assistant and self service model does most of the 'heavy lifting' they want to ensure users have the support they need to get the most out of their annual subscription to their service.
Therefore, as the Customer Experience Manager, you will oversee the initially small (projected five person by end year one) team dedicated to enhancing customer experience by providing knowledgeable, friendly and efficient inbound call resolution as well as advising existing customers on
additional products services based on their needs.
The successful candidate will have the potential to make a real impact in their business and will have lots of opportunities for progression.
. Work with the CEO and senior management to continuously develop the company's customer service policy and procedures
. Help with the building of the Customer Experience team working with senior management to evaluate applicants
. Work with senior management to identify training requirements for the Customer Experience team
. Demonstrate expert knowledge and awareness of the company's products and be a key conduit for the flow of customer feedback to the company's product development team
. Efficiently and effectively handle inbound calls from customers and potential customers who may be landlords, property managers or tenants
. Accurately record information on the relevant systems
. Proactively make outbound calls to follow up on previous issues or queries in a timely manner
. Make outbound calls to advise existing customers on relevant products
and services based on their needs
. Demonstrate a passion for great customer service with the ability to communicate with our customers and exceed their expectations
. Work to exceed targets set individually and as a team
. Show support for business values and demonstrate a high level of honesty and integrity
Our client are looking for candidates who can demonstrate the following qualities and experience:
. Remains calm when faced with difficult situations
. Great telephone manner and the ability to quickly build a rapport with customers
. Able to work to set deadlines, accurately and with an attention to detail
. Appetite for learning and honing new skills
. A team player who is supportive and considerate of colleagues